Calendar Sync in Field Service

The Field Service Package has the following Calendar settings:

Service Appointment

Synchronize Services from Salesforce calendar events
If enabled, whenever an Event record is created and the value of the "Event Type" field is equal to the value specified in the "Calendar Event Type" setting a Work Order and Service Appointment will be created.
- If the Event's Subject matches the name of an existing Work Type the Service Appointment's parent Work Order will be created using that Work Type

- The Event's Start Time will map and sync to the Scheduled Start Time of the Service Appointment

- The Event's End Time will map and sync to the Scheduled End Time of the Service Appointment

- The Event's Assigned To will map and sync to the Assigned Resource

- The Event's Location field will map to the Service Territory field of the Service Appointment


Synchronize Services to Salesforce calendar events
If enabled, whenever a Service Appointment's Status is set to Dispatched an Event record will be created for the assigned Service Resource.
- The Service Appointment's Work Type will map and sync to the Event's Subject

- The Service Appointment's Scheduled Start Time will map and sync to the Event's Start Time

- The Service Appointment's Scheduled End Time will map and sync to the Event's End Time

- The Service Appointment's Assigned Resource will map and sync to the Event's Assigned To field

- The Service Appointment's Service Territory will map and sync to the Event's Location field

If there are multiple Assigned Resources an Event record will only be created for the first assigned resource.  

If the Service Appointment is reassigned the Event's Assignee WILL NOT be updated.

If the Event's Assignee is updated the Service Appointment's Assigned Resource will also be updated.

If the Service Appointment is rescheduled the Event Start and End time will be updated, but only if the Service Appointment has a parent record of type Work Order or Work Order Line Item.


IMPORTANT:
 

• If there is an error updating the synced Event no errors as shown in the UI.  As an example, if you updated the Service Appointments Scheduled Start Time and you had a Validation Rule on the Event object that prevents updates to the Event's Start Time the Scheduled Appointment will get updated as expected, but the Event update will fail and the Event will continue to have the Service Appointment's original Start Time.

• For Field Service, Service Appointment, if Scheduled Start and Schedule End is greater than 14 days, event won't get created in Salesforce Calendar due to 14 day limit. To vote for a change to this functionality, please vote for Remove or at least increase 14 day limit on calendar event duration on the Salesforce IdeaExchange. 

Calendar Event type

The value on the "Event Type" field on the Event object that controls whether a Service Appointment and Work Order will be created.

Resource Absence

Synchronize Absences from Salesforce calendar

If enabled, whenever an Event record is created and the value of the "Event Type" field is equal to the value specified in the "Calendar Event Type" setting a Resource Absence record will be created for the assigned user.


Synchronize Absences to Salesforce calendar

If enabled, whenever a Resource Absence record with Record Type "Non-Availability" is created for a Service Resource an Event record will be created for the User linked to the Service Resource record.

NOTE: Event's Subject field maps to Type field on Resource Absence record


Calendar Event type

The value on the "Event Type" field on the Event object that controls whether a Resource Absence record will be created.
Limits and Considerations

• Child Events are not supported.
• Recurring events will create a single Service Appointment record AND a single Resource Absence record.
• Crews are not supported, as the Service Resource, as a Crew doesn't have a User to assign appointments to.
• When inserting new events with the parameter AllOrNone equals to false (DML operation with partial success) the Service Appointments and/or Resource Absences that will be created for each event will not support partial success. That means if one Event record that you try to insert results in an invalid SA or RA - all the events will fail to insert (it goes the same for other DML operations like update or delete).
• We do not support creating an Event of type Resource Absence or Service Appointment when the Name (WhoId) field is populated with a Lead or the Related To (WhatId) field is populated with ANY value. The Related To (WhatId) field is preserved for the Resource Absence or Service Appointment that will be created and linked after the new Event is inserted, and you can not relate an Event to a Lead record if the Event is already linked to another object through the Related To (WhoId) field.
• Since Site Guest Users cannot be given the Edit Events permission we do not support Calendar Sync with Site Guest User (events won’t be created/changed/deleted after a Guest user has changed a Service Appointment or Resource Absence).